TOPICS

Course Outline

1. Executive Leadership Role of the Support Center Director Support Center Maturity Managing as a Business Best Practices and Frameworks
2. Business Planning and Strategy Building the Strategy
Strengths, Weaknesses, Opportunities, and Threats IT Financial Management Cost, Value, and Return on Investment Managing Expectations
3. Support Center Processes IT Service Management ITIL Service Support ITIL Service Delivery Knowledge Management
4. Tools and Technology Technology Strategies Determining Technology Needs Managing Vendor Relationships
5. Metrics and Quality Assurance Operational Metrics Performance Reporting Continuous Improvement
6. People Management Sourcing Strategies Workforce Management
Team Building
7. Organizational Development Managing Organizational Change
Global Awareness and Diversity Service Ethics
8. Marketing the Support Center Promoting Value
Successful Marketing
9. Creating a Business Case The Purpose of a Business Case
The Anatomy of a Business Case Presenting the Business Case